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Call Management

Actionable advice on effectively managing incoming business calls. Learn to track call metrics to measure performance and success. Use United World Telecom’s features and tools to improve caller experience.
systems administrator
3rd November 2020 Blog, Call Management

What Does a Systems Administrator Do?

Hosted Call Recording Benefits.
16th September 2020 Blog, Call Management

Hosted Call Recording: Top 7 Benefits

what is a pbx phone system
24th August 2020 Blog, Call Management

What is a PBX Phone System?

outbound calling service
21st April 2020 Blog, Call Management

Comparing Outbound Calling Service Providers in 2025

MiFID II Definition, Regulations, and Requirements
11th February 2020 Blog, Call Management

MiFID II Definition, Regulations, and Requirements

dodd-frank act
31st January 2020 Blog, Call Management

Dodd-Frank Act: Information for Call Recording Compliance

How To Create a Phone Survey with IVR
25th October 2019 Blog, Call Management

How To Create a Phone Survey with IVR

choosing a voice for your ivr
8th March 2019 Blog, Call Management

Choosing a Voice for your IVR & Voice Prompts

sequential routing
27th August 2018 Blog, Call Management

Uses of Sequential & Simultaneous Call Forwarding

What Does a Systems Administrator Do?

Posted on by Beny Mouen

Source: DepositPhotos.com - Lic#418050720 ID#27446420

Think being a systems administrator is the job for you? Learn what systems administrators do and what is expected of them. This way, you can prepare appropriately for the job and your interview.

Systems Administrator: Job Description

A systems administrator takes care of a business’ network and computer systems. From installing new equipment to maintaining the network and software used. These professionals work for businesses of all types and sizes; from small businesses to large enterprises and they work for public, private, and governmental organizations.

The salary range for a systems administrator in the US ranges from $23,000 to $182,000 per year, with the average salary sitting at $83,620 per year.

What do Systems Administrators Do?

So, what is the day-to-day like for a systems administrator? As the backbone of a company’s IT team, the systems administrators are responsible for:

  • The installation, configuration, and maintenance of all computer systems
  • Identifying and correcting issues
  • Making the necessary updates to software and equipment
  • Providing technical support
  • The daily monitoring of all systems, processes, and equipment
  • Resolving and handling help desk requests
  • Reviewing application logs and keeping track of backups, and more

Additionally, a systems administrator is skilled in understanding what types of technologies can be implemented and utilized for a particular business’s benefit. For example, in regards to communications, they may consider using VoIP to develop a customized business phone system, which can be tailored to the company’s specific needs. They will also be knowledgeable of different automated systems, such as interactive voice response, as well as other tools like simultaneous ring to streamline that calls that come into the business.

How to Become a Systems Administrator?

To apply for a systems administrator position, you will need to have the necessary prerequisites and experience. Here we will look at what education, licenses, and certificates are needed for this position.

Education

Some employers only ask for a postsecondary certificate or associate’s degree. However, some employers will also require a bachelor’s degree in a computer or information science-related field. A degree in computer or electrical engineering may work as well since the job requires you to work closely with computer systems.

Additionally, you can obtain a degree from programs that focus specifically on computer network and systems administration. Furthermore, many administrators go on to take additional IT courses and attend computer network conferences to stay up to date on the latest technology. Keep in mind, some companies may require a master’s degree as well, so it may be a good idea to be prepared.

Licenses, Certifications, and Registration

Licenses and certifications indicate that a potential hire has the required knowledge and skills needed to do the job efficiently.

As a standard, businesses require their systems administrators to be certified in the products used by the company. You can get certifications through product vendors or vendor-neutral certification providers. You may even look at getting your certifications from Microsoft or Cisco.

You can also get certifications from the Computing Technology Industry Association (CompTIA), a worldwide provider of IT certifications. Popular certifications they offer include CompTIA A+, CompTIA Network+, and CompTIA Security+.

Field Experience

Obtaining experience is an important part of landing your dream systems administrator job. Typically, employers expect or prefer to see at least 2 or more years of experience. Start by seeking internships or part-time opportunities right after you complete your bachelor’s degree. You can start out as a help desk rep or an IT specialist and gradually advance into the systems administrator role.

Desirable Qualities

Along with network and computer skills, you will also need personality skills and traits to be a good systems administrator. Here are some desirable qualities employers look for in systems administrators:

  • Technical and Analytical skills — the ability to evaluate and analyze networks and processes and identify issues.
  • Multitasking skills — the ability to work on multiple tasks, issues, and concerns at the same time.
  • Problem-solving skills — the ability to quickly and efficiently resolve issues.
  • Communication skills — the ability to describe goals, standards, issues, and solutions to IT and non-IT employees.

Is Being a Systems Administrator Right for You?

If networks and computer systems dominate your life, then you should find a job that lets you apply your skills and love for technology. And being a systems administrator can help you achieve this. So what are you waiting for? Get the right education, the right certifications, and build your professional experience to position yourself as the ideal candidate for these types of positions.

Hosted Call Recording: Top 7 Benefits

Posted on by Miguel Isabal

Source: DepositPhotos.com - Lic#75769701 ID#27446420

Hosted call recording can help you improve productivity and efficiency in the office. You can also use the system to conduct quality assurance and performance analysis. Here are the top 7 benefits of hosted call recording for businesses.

Benefits of Hosted Call Recording

Hosted call recording or cloud call recording is a recording system hosted in the cloud. Hosted call recording (with translation and transcription add-ons) is offered by telephony providers like United World Telecom. Most small- to medium-sized businesses can use this service without worrying about any hardware or maintenance costs. All you pay for is your subscription with the provider.

More and more businesses are getting cloud call recording services to increase productivity within the office. So, why should your business invest in a hosted call recording software? Here we will look at the various advantages of using hosted call recording to aid productivity and performance.

1. Keep Records and Documentation

Having a hosted call recording software can help you and your team keep records of all important calls and interactions, transactions, receipts, and more between your business and its clients. Reviewing these recordings can help your team understand customer behavior and preferences and serve them better.

2. Improve Quality Assurance

Most small- to medium-sized businesses use call recording to improve quality assurance within the customer service team. In other words, you can review recordings to see which approaches are more successful than others. This way, your customer service team can be trained to provide good customer support.

3. Conduct Performance Analysis

Call recording can also be used when conducting your agents’ performance analysis. There are many ways to record VoIP calls for review during yearly evaluations and help agents do better or reward them for being efficient.

4. Protect from Liabilities

Furthermore, in case of any misunderstanding or fraudulent activity, call recordings can protect your business from liabilities. Recordings can present as proof or evidence to prevent liabilities or keep your company safe.

5. Collect Customer Feedback

Businesses need to focus on customer experience and customer happiness to remain successful. You can use hosted call recording to run surveys and collect valuable feedback from customers. Then, review the feedback to improve your service and increase customer satisfaction.

6. Comply with Regulations

Financial institutions and companies are required to comply with recording regulations such as the Dodd-Frank Act and MiFID II. These regulations call for transparency during business calls and avoiding fraudulent behavior. Recording business calls will ensure that your finance company remains in compliance with these regulations.

7. Increase Productivity in the Office

Ultimately, all of the above reasons ensure that your office and teams remain productive. You can keep track of your employees’ performance which gives them the incentive to do a good job. Furthermore, you can keep your business safe from fraudulent activity and liabilities. All in all, hosted call recording will help you create a better work atmosphere and improve quality assurance.

Get Hosted Call Recording

You can get call recording from United World Telecom by adding it to your virtual phone number plans. You can record up to 100% of all incoming and outgoing calls and store them for up to 6 years. Call us today at 1 (877) 898 8646 to learn more or to get hosted call recording for your business!

What is a PBX Phone System?

Posted on by Beny Mouen

Source: DepositPhotos.com - Lic#79560792 ID#27446420

Looking for an upgrade for your business phone system? One that reduces calling costs but enables better and reliable connection? A private branch exchange or PBX system works alongside your current telephone network. However, it has the potential to give you access to high-quality voice and video communication. In this post, we explain what a PBX phone system is and how it can benefit your business.

Private Branch Exchange (PBX): Definition & Guide

A private branch exchange is a telephony solution that enables communication between users of a private network. A PBX system works with your business’ telephone network and handles forwarding and routing features for calls. Companies use private branch exchange systems to reduce monthly phone bills as it operates internally and uses fewer phone lines.

Most PBX providers will offer you communication features along with the system. These features include voicemail, cloud IVR, custom messages, call transfer, and extensions.

Before these systems worked only through plain old telephone service lines. However, now, you can connect your PBX with VoIP technology, also called IP PBX. Voice over IP technology uses the internet instead of analog phone lines to make and answer calls. Both of these systems together will give you the ability to use SIP trunking as a feature that offers voice and video calling at inexpensive rates.

Setting up a private branch exchange system, however, needs expertise. To install PBX for your office, you will need specific hardware, physical space, and an IT team for maintenance. Costs for these can increase quickly. Thankfully, cloud PBX functions as a cost-effective solution.

4 Reasons for Businesses to Use a PBX System

So, why should your business consider getting a private branch exchange phone system? There are many benefits to using a PBX system, which include:

  1. Running a call center: PBX systems can hold inbound and outbound calls in a queue and transfer them to the right department when the time comes.
  2. Connecting multiple locations: a PBX system can route users to employees, agents, or departments in another office location, enabling team collaboration.
  3. Transferring calls through extensions: calls can be transferred quickly and with ease, without the worry of calls being dropped.
  4. Custom call management: Handle and route calls according to your needs and desires by setting rules within the system.

With advancements in telecommunications, there are a few different private branch exchange systems to choose from. The most common are hosted/cloud and on-premise/IP PBX. Let’s delve into these types first.

Understanding the Difference Between PBX, EPABX, and IP PBX

There are many terms for PBX going around: PBX, IP PBX, PMBX, PABX, EPABX, to name a few. And it is not always clear what each of these terms means or which type of phone system is right for your business. Let’s try to break this down so you can make a more informed decision when it comes to your business PBX system.

What is EPABX?

Electronic Private Automatic Branch Exchange — also known as PABX and EPABX — is a PBX system or private telephone network used for internal and external business communication. Employees share limited resources and use a single phone line for business-related communication. This helps reduce phone system expenses.

The main difference between PBX and EPABX systems lies in who operates the system. PBX systems used to be (and in some cases, still are) human-operated or manual systems and are also known as PBMX.

PABX systems, on the other hand, use computers to automate the switching process within the system, also known as Private Automatic Branch Exchange. EPABX systems don’t need an operator and instead use a computer to manage and transfer calls effectively.

pbx flow chart

IP PBX: What is it and How Does it Work?

IP PBX takes the private branch exchange system to the next level by using VoIP technology and cloud communications. IP PBX phone systems use VoIP technology to transfer or direct calls from one end to another by converting analog voice signals into digital signals. The VoIP provider manages the initiation (beginning) and termination (end) of each call.

IP PBX uses SIP technology, the standard for VoIP phone systems. Because of this, your business can make use of SIP trunking to utilize multiple voice channels or SIP channels without purchasing separate lines. And since SIP trunks are location-agnostic and highly scalable, you can set up or move offices or work remotely, as and when needed within minutes.

With IP PBX, you can expect:

  1. Low communication costs — This PBX system is inexpensive compared to analog alternatives. You can choose between different plans (metered and unmetered) of SIP trunking services to find one that works for your business needs.
  2. High scalability — Add/remove users and lines as needed without having to change your system or plan.
  3. Low equipment costs — Use your existing hardware and equipment. No need to teach or train employees in using new systems.
  4. Cloud reliability — By using a cloud-based system, when your PBX system fail, the cloud system’s settings will automatically route calls to predetermined locations or lines to ensure uninterrupted service.

On-Premise vs Cloud PBX

There are two different types of private branch exchange systems: Cloud PBX and On-Premise PBX. And choosing between these two phone systems depends on a few factors:

  • What do you need from your phone system?
  • Do you want to connect multiple office locations through the system?
  • What communication features do you need?
  • What is your budget?
  • Do you have or need to hire an IT team?

The answers to these questions can help you determine which PBX phone system is right for you.

On-Premise Private Branch Exchange System

An IP or on-premise PBX system refers to a system that is installed within the office, is IP-ready, and is handled and maintained by you. You will need an experienced IT team to handle such a system. If you want a system that you can control and manage and you have the budget for it, then an on-premise system may be your solution.

You can even choose to combine your PBX with VoIP tech and run an IP-PBX system instead. This way you can make and receive calls through the internet instead of using analog phone lines. Doing so results in better phone quality and access to VoIP features such as call forwarding, transfer, etc.

Cloud PBX System

A cloud PBX is what it sounds like: a PBX system that works over the cloud. This means that it does not need a physical space in your office. Other terms for cloud PBX include hosted or virtual PBX systems. A hosted or cloud PBX system works similarly to an on-premise system, except that it is operated by your provider.

Therefore, you do not need to worry about installation and maintenance costs or even hiring an IT team to manage the system. In fact, you simply sign up for the service, complete the minor set-up, and start using it.  They take care of the system and all you need to do is use it. One factor to note is that your business will be reliant on your provider and won’t have as much control as with an on-premise system.

With hosted private branch exchange, calls made are routed to the provider and then the destination. Cloud PBX systems are VoIP-based systems that help you take advantage of cloud communication features such as call forwarding, recording, IVR systems, outbound calling, advanced routing, and more.

Choosing Between Cloud PBX vs On-Premise PBX

So, what are the main differences between these 2 types of private branch exchange phone systems?

On-Premise Cloud
Customizable Customizable
Operated on-site by you Hosted by your provider
May use VoIP tech Uses VoIP tech; Needs a broadband connection
Low monthly costs; High upfront costs Low monthly costs; No upfront costs
Controlled and managed fully by you Little to no control over how it operates
Limited calling features Variety of calling features
Physical space required; closet or room No physical space required
Installation and regular maintenance required No installation or maintenance needed
Costly maintenance No maintenance costs
Experienced IT team needed No professional IT experience needed
Limited scalability On-demand scalability
Can handle SIP trunking for high-definition voice and video calling Can handle SIP trunking for high-definition voice and video calling

The bottom line is that if you want a system that is wholly controlled and managed by your in-house IT team then an IP-PBX is the choice for you. However, if you don’t want to worry about the hassle of running and maintaining your phone system, then go with the cloud.

Get a PBX System for Your Business

Here at United World Telecom, we can help get you set up with a private branch exchange system that makes call management simple and efficient. You can sign up on our website or speak with our experts to learn more! Call us at 1 (877) 898 8646 to see how we can assist your specific business.

Comparing Outbound Calling Service Providers in 2025

Posted on by Meryl D'Sa-Wilson

Source: DepositPhotos.com - Lic#75769701 ID#27446420

Making a decision for a new outbound calling service provider is tough as it will determine how your business conducts its outbound sales calls. In this article, we will be reviewing Outbound Calling services provided by these companies: Five9, RingCentral, Nice inContact, 8×8, and United World Telecom. This information will allow you to make more informed choices when examining the services available from these different providers.

Outbound Calling Service Providers

Before we dig into the comparison between different outbound calling providers, let’s go through a brief overview of what outbound calling is and why your business should consider investing in this service, if you already don’t have one.

Outbound calling is a service meant to support a business’s outbound calling strategy. And so businesses use outbound calling services for the following reasons:

  • Make sales calls
  • Generate leads
  • Set appointments and sales meetings
  • For welcome, follow up, and reminder calls
  • For customer success and care, and more

Now, let’s look at five outbound calling service providers that you should consider:

*Please note that prices mentioned in this article are current prices and are subject to changes and tax inclusions.

1) Five9

Since 2001, Five9 has been offering inbound and outbound call center solutions to businesses. These solutions are geared towards bettering interactions between businesses and their customers. With these tools, businesses don’t need to rely on call centers to handle their incoming or outgoing call volumes.

What they offer:

  • Outbound calling tools
  • Multichannel communication
  • Call center software
  • Call routing options
  • Automatic call distributing (ACD)
  • Interactive Voice Response (IVR)
  • Reporting and analysis

Pricing: Monthly or annual. No long-term contracts. However, to get an exact quote for your company, you will need to get in touch with their customer service.

2) RingCentral

RingCentral aims to provide global communication tools so that businesses can stay in touch with their clients no matter where they are located. Businesses in every industry and of every size can take advantage of the features provided.

What they offer:

  • Auto-receptionist
  • Call monitoring
  • Music on hold
  • Virtual numbers
  • Integrations
  • Private branch exchange (PBX)
  • Customer relationship management (CRM), and more

Pricing:
RingCentral offers four virtual phone system plans for businesses to choose from.

Essential Standard Premium Ultimate
Monthly $29.99
per user/per month		 $34.99
per user/per month		 $44.99
per user/per month		 $59.99
per user/per month
Annually $19.99
per user/per month		 $24.99
per user/per month		 $34.99
per user/per month		 $49.99
per user/per month

 3) 8×8

8×8 is a company that provides businesses with advanced phone features to increase collaboration and productivity.

What they offer:

  • Integrations
  • CRMs
  • Call center software
  • Outbound calling service
  • Video conferencing, and more

Pricing: To get an exact quote for your business, contact 8×8’s customer service.

4) United World Telecom

Since 1995, United World Telecom has provided virtual telephony solutions to small businesses and large corporations across the globe. We offer business phone numbers for more than 160 countries across the globe as well as premium communication features to improve caller experience and customer satisfaction.

What they offer:

  • Virtual numbers: toll free, local, national, SMS-enabled, vanity
  • Call recording
  • IVR/PBX
  • Outbound calling (customizable caller ID)
  • Call forwarding and routing options
  • Call tracking
  • Reports & analytics
  • Outbound dialer, and more

Pricing:

United World Telecom offers a straightforward pricing model with no contracts or set-up or installation fees. Our plans are charged monthly or annually based and are not per-user based.

United World Telecom
Basic Value Power Premium Enterprise
Price $12.95/month $23.95/month $78.95/month $158.95/month $248.95/month
Monthly Minutes 200 551 2100 5,09 10,505

Choose the Right Provider

Picking a provider is a difficult decision and one that needs to be made with care. Therefore, research and pay close attention to details such as long-term contracts, set-up and cancellation fees, per-user fees, and so on. An outbound calling service can make or break your sales game. Invest in one now. For more information, talk to one of our experts today.

MiFID II Definition, Regulations, and Requirements

Posted on by Meryl D'Sa-Wilson

Source: DepositPhotos.com - Lic#267892186 ID#27446420

Want to know if the MiFID II regulation affects your business? MiFID II is legislation impacting the financial services industry with an attempt to increase transparency and reduce harmful financial practices. Let’s look at the communication regulations under MiFID II.

What is MiFID II?

The Market in Financial Instruments Directive II (MiFID II) is a European Union legislation that came into force in 2018. This legislation builds on MiFID I and focuses on preventing breaches and abusive trading or financial services. It regulates firms offering financial services to customers like interdealer brokers, investment managers, venture capitalists, stockbrokers, Independent Financial Advisors (IFA), etc. And similar to the Dodd-Frank Act, a major part of this legislation is the requirement for financial institutions to conduct mobile and voice recording.

How Does MiFID II Affect Financial Services Companies in the EU

MiFID II dictates that certain telephone conversations and electronic communications must be recorded by firms. According to the MiFID II policy statement from Financial Conduct Authority (FCA), firms must record correspondences that “result in transactions concluded when dealing on own account and the provision of client order services that relate to the reception, transmission, and execution of client orders.” In addition to this, certain correspondences relating to firms offering corporate finance services may fall within recording requirements. Other types of communication that might fall under the MiFID II requirements include those between:

  • A bank and selling shareholder or bank and buyers relating to the purchase of a block of securities by the bank and the resale of securities.
  • A bank and its corporate client and bank and sellers related to the purchase of securities in “buy-back” transactions.
  • A bank and buyers regarding re-selling shares purchased by an underwriting bank.
  • A bank and its clients and the bank and a third-party seller or broker regarding the purchase of securities as part of stakebuilding.

MiFID II Call Recording Regulations

If you are a financial services company, it is highly recommended to comply with the regulations and requirements of MiFID II. However, traditional recording technology, as well as recording and storing all calls, can be expensive.

Fortunately, cloud-based solutions make call recording and storing processes easier. For many companies, MiFID II provides a good reason to switch to a cloud-based communication platform. One of the benefits of a virtual communication system is the ability to record calls and access them for future use. Additionally, having the ability to record communication over different channels and devices is exceptionally convenient.

With a virtual telecom services provider like United World Telecom, you can choose to record 100% of your calls. These calls are stored as MP3 files for later use. Additionally, you can get the feature with your virtual business number and so, you don’t need to purchase any additional equipment to record calls.

Other Call Recording Requirements

Call recording is often used to reduce business and personal liability and to record important transactions and maintain compliance. Besides recording your calls to comply with MiFID II, you can also use recordings to improve business-customer interactions. For example, you can review recorded calls for quality assurance by referring to them during training and performance analysis. Teach and train your employees to meet your company’s standards. Reward good customer service practices and highlight interactions that need improvements. Some advantages of call recording:

  • Improve staff performance
  • Receive customer feedback
  • Monitor marketing campaigns and ROI
  • Find and recover missed opportunities
  • Gather sales training material and more.

Record Calls with United World Telecom

United World Telecom’s Call Recording feature will provide you a safe space to record and store both incoming and outgoing calls. Record calls and store MP3 files that are easily accessible. Sign up for a business number or transfer your existing number to us and get this feature today.

Dodd-Frank Act: Information for Call Recording Compliance

Posted on by Meryl D'Sa-Wilson

Source: DepositPhotos.com - Lic#67426687 ID#27446420

The financial services industry has heard the name Dodd-Frank bounced around a lot. However, not many understand what the Dodd-Frank Act actually is and how it particularly impacts business communications. If you run a finance company, this information is essential to the legal and appropriate functioning of your business.

Dodd-Frank Act: What is it?

In 2010, the then President, Obama signed a comprehensive set of financial restrictions and regulations into federal law. Called the Dodd-Frank Wall Street Reform and Consumer Protection Act, this Act evolved as a direct response to the Financial Crisis of 2007 when many big names collapsed due to significant financial landslides. The Act, therefore, works towards encouraging financial stability and avoiding another financial crisis. And it does so through a series of measures:

  • Increasing transparency
  • Ending the “too big to fail” attitude
  • Protecting consumers from problematic financial advice
  • Protecting taxpayers by ending bailouts.

Interestingly, the Act’s rules and implications work quite similarly to the MiFID II Act announced by the European Union in 2018. The Markets in Financial Instruments Directive (MiFID) was initiated in 2004. MiFID II, the latest version, aims to strengthen investor protection and make financial markets more transparent and efficient. And the Dodd-Frank Act works towards the same goal.

Call Recording Compliance Under the Dodd-Frank Act

For this extensive list, regulations relating to voice recording are the most important and most difficult rules to adhere to. The motive behind the Act’s voice recording regulations is to encourage record-keeping and increase accountability and transparency. And these regulations apply to almost every organization within the financial services industry. Key call recording requirements state that:

  • Communications regarding trade information must be recorded across all channels: telephone, voicemail, text messages, email, etc.
  • Records must be organized efficiently for easy searching.
  • Files must be stored for the duration of the transaction and for up to five years after.
  • Records must be time stamped.

Swaps and Call Recording

Additionally, this Act legislates and regulates the monitoring of the swaps marketplace. Now, what are swaps? A swap is a derivative contract or future, involving the exchange of liabilities or cash flows between two financial institutions. Such contracts usually occur over the phone and have so far been unregulated. In 2012, the Commodity Futures Trading Commission (CFTC) required future brokers to record phone conversations. And so, the Dodd-Frank Act aims to bring transparency to these financial transactions. Firms receiving more than $5 million through swap or futures must store the information for five years, even after the termination of the swap. Furthermore, these records must be accessible and tagged for easy search.

Call Recording Compliance

Whether your business falls under financial services or not, it is a good idea to comply with the regulations of this Act. However, it is difficult to determine which calls are going to lead to a transaction. So, how do you decide which calls to record or not? One solution is to record all calls. But the cost of recording calls and storing them can be expensive. This is because traditional call recording technology works with hardware. And that can generate higher costs as well as limited access to data. Additionally, you will need storage space upgrades.

Fortunately, cloud-based solutions exist to make call recording and storing processes easier. By choosing a virtual provider, like United World Telecom, you can set 100% of your calls to be recorded. And then access them with ease without needing to store them “physically.” You can get call recording with your virtual business number, which eliminates the need for equipment costs, etc.

Closing: Get Call Recording with United World Telecom

You can take advantage of our Call Recording feature to record and store incoming and outgoing calls. Stored as MP3 files, you may access these recordings easily, as they are accessible through our control panel. Sign up for a business number today or call us to find out more.

How To Create a Phone Survey with IVR

Posted on by Tom Senkus

Source: Depositphotos.com Lic#162768548 ID#110586676

As a business, you know that listening to your customers’ wants and needs will help you to survive in today’s fast-paced economy. However, not every customer is forthright enough to comment on your business’ operations. However, the best way to go about finding out about their experiences with your business and potential pain points is simply by asking them with a phone survey.

The Amazingness of Phone Surveys

A valuable resource for your business because you can get direct feedback from your customers, the power of phone surveys is monumental. This feedback, in turn, leads to higher levels of customer satisfaction, loyalty, and – above all – shows that your customers’ opinions actually matter.

Thanks to advancements in cloud-based telephony and voice-recognition technology, you can optimize your phone surveys with IVR. Short for Interactive Voice Response, phone surveys with IVR offer recipients an easy way to provide feedback. Instead of online surveys, where participants can click through complicated questions with multiple choice answers, IVR-based phone surveys enable more direct communication. Either by simply pressing corresponding numbers or by using their voice, customers can provide honest feedback in the most efficient way possible.

Creating IVR Phone Surveys

In this article, we’ll cover how to create a phone survey with IVR to get the results your business needs to succeed, including:

  • Signing up with United World Telecom
  • Determining the Right Type of IVR Survey for Your Business
  • Best Practices for Creating IVR-based Phone Surveys

Signing Up With United World Telecom

The most obvious step to creating a phone survey with IVR is by utilizing United World Telecom’s services. United World Telcom’s top-notch IVR technology allows you to easily send polls and surveys to customers. Using United World Telecom’s API, you can also customize your IVR system to suit more complex needs. To learn more, read this article about IVR and contact United World Telecom to walk you through the process.

Determining the Right Type of IVR Phone Survey for Your Business

Not all phone surveys serve the same function. Phone surveys offer endless usages depending on the type that you choose. Let’s look at some of the most widely-used types:

Inbound IVR Phone Survey: Customers or leads receive an invitation to participate in a survey by calling a phone number. This is normally sent through email, letters, or other types of printed marketing material.
Call Transfer IVR Phone Survey: At the beginning of the call, current customers will receive invitations to participate. From there, they will transfer to a pre-recorded survey after their transaction or service call concludes. (Note: These are also referred to as “post-call IVR surveys”)
Outbound IVR Phone Survey: Invitations are broadcasted to a target audience (via radio, video, etc.) asking them to participate in a survey.

How To Create a Phone Survey with IVR
Source: Depositphotos.com Lic#162781640 ID#191870774

Best Practices for Creating IVR-based Phone Surveys

Once you’ve determined what type of IVR phone survey you need, there are some best practices you should follow to get the best results and honest feedback. Below are several best practices to create engaging IVR surveys that achieve the results you want.

Determining Specific Goals for your IVR Phone Survey

Nothing causes customers more anguish than a survey that doesn’t seem to have a clear purpose. Before crafting a survey, you should brainstorm why you need the survey. It’s obvious that you want to improve your company by offering a phone survey, but you’ll want to target specific aspects of your company. For instance, you may want to improve customer service, so creating customer-service-oriented questions is a smart decision. Or, perhaps you want to determine which products your company should offer. For this, you want to ask them specifically what they would like to see improved and/or available.

Remain Concise Through the Process

The longer the survey, the fewer results you’re likely to achieve as customers will likely lose interest and drop off. Most phone surveys should take less than five minutes total – and for callers that have already been on the phone, that time is even shorter. Remember, it is better to get some feedback than none. Also, you’ll want to mention how long the survey takes. No one wants to get stuck on the phone or have a sense that it will never end.

Use Simple and Precise Language

Keep your phone surveys simple. Even if you deal with highly-technical products and services, avoid including words and phrases that aren’t normally used in everyday speech. The danger is that those surveyed might misinterpret these words/phrases and provide feedback that isn’t accurate.

Test Your Phone Survey

It’s a very wise idea to do a few dry-runs before launching an IVR phone survey. In other words, do not launch the survey until you’re confident it meets your criteria and flows well. You may notice that a specific question causes most people to drop off the survey. Or, you may want to add questions that clarify positive and negative responses.

With great service comes great power

Surveys are one of the best ways to gauge your customers’ experiences and get a feel for how they benefit from your services. With the information offered, we hope you will take advantage of the option of creating simple yet wholly user-friendly surveys via IVR. Effective and cost-friendly, this method can help you get the feedback you need to continuously provide great service and products that meet the needs of your clients.

Choosing a Voice for your IVR & Voice Prompts

Posted on by Ilsa Morales

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The first voice that your customers encounter of your brand through your IVR & Voice Prompts can make or break your image. We all have heard the old adages about how the first impression is the most important, so wouldn’t you want the first voice your clients hear to be the right one for your company?

Every time your customer calls your company, they are greeted by a familiar voice and in order to create a great experience for your customer, two major factors are at hand:

  1. The technology must be up to standard
  2. The voice must be humanizing

Having the highest standard in technology means that your customers will be greeted by a clear voice, that is able to guide them efficiently and correctly. When the voice is humanizing, the sound offers a friendly vibe that encourages friendliness to be mimicked on the other end.
The easiest way to accomplish this clear and friendly sound for your customers is to hire a professional voice actor to record on your IVR system. Voice actors for IVR are actually easily found because they are managed by telephony applications.

choosing a voice for your ivr
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Choosing the Right Voice

Finding the right voice for your IVR is not as easy as picking a random name from a hat. You have to think about what voice stays consistent with your brand. To find the right person for your IVR, consider these options before making your choice.

Tradition

In the past, all businesses used female voices for their voice prompts. You can find evidence of this as far back as World War II. The trend of using automated female voices began in the cockpits of fighter airplanes so that the male pilots could distinguish who was talking. To this day, the majority of businesses use a female automated voice, but that doesn’t necessarily mean you can narrow down your search just yet.

Male Voices Vs Female Voices

Pros for the male voice include that most people believe that a man is forceful and dominant. However, female voices are said to sound more soothing. Knowing these details, it can be assumed that a customer would feel calmer on the phone when hearing a female voice. However, depending on what you are selling or what image you are trying to portray, a male voice might be more persuasive than a female voice.

Know Your Audience

Between male and female voices, one thing is sure, males prefer to hear other males and females prefer to hear other females. Therefore, if your customer base is dominated by one gender over another your choice is much more simple. If there is no clear gender division of the audience, there are still more things to consider. For example, if you cater to an older community, it might be best to choose a male voice as older individuals might find it more difficult to hear and understand a higher-pitched female voice.

Industry

If your industry is not trying to sell a product or service, and instead uses IVR to communicate with their customers regarding account information and payment information, this company needs to find a voice actor that will be perceived as capable. In this situation, where your clients are trying to accomplish a task instead of purchase an item or dispute a situation, a more forceful voice may come in handy. However, no two task-oriented industries are the same. Health insurance companies prefer to use soothing female voices. These voices are preferred for more sensitive subjects as humans are inclined to trust females.

What Are the Options?

There are many options to choose from for voice automation including multiple companies to work with and multiple voice options. The three most popular voice options are robotic text-to-speak voices, hiring a voice actor, or combining the two.

Only you know what will be best for your company, and you might be finding yourself justifying each option for an IVR voice. Some companies know immediately which voice would fit with their brand immediately, others can have a harder time because they reach a broader audience. Consider the options and situations above before making your decision. Luckily, if your customers don’t like the voice you pick for your voice prompts, they probably won’t be super bothered by it. If you are worried that you haven’t made the right decision, consider putting together a focus group to test out your favorites.

Uses of Sequential & Simultaneous Call Forwarding

Posted on by Ilsa Morales

Source: DepositPhotos.com - Lic#2202017467 ID#27446420

Sequential and simultaneous call forwarding can help your company build loyalty and trust between your business and customers. Simultaneous ringing allows for multiple phones to ring at once.

When multiple phone lines are being rung it is more likely that the call will not only be answered, but the issue will be solved quickly. Response time is essential when dealing with customers. It shows that you value their time and their input. Sequential ringing is typically used when you have a preferred phone that you would like the call to be directed to.

Sequential Call Forwarding

The reasons for using this service vary, but some examples of when you will need sequential ringing are, if your battery is low, the placement of the phone is more convenient to get to, the call needs to be directed to a specific office and when that office is not available the call must then be forwarded to the next best option. No matter where the call falls on a predetermined list of phone numbers, you know that the call will be answered even if someone is away from his or her desk.

Also, if your company takes advantage of the use of call centers, sequential forwarding can be used to connect your business to a call center located across the globe. Whether your phone call needs to go to India, or you merely stepped away from your desk, and the call needs to forward to your mobile, both can be done with sequential call forwarding.

Sequential Call Forwarding works by forwarding the call to the first number you have set up beforehand, it will ring for a length of time that you have also set, and if the call is not answered within that time frame, your call will be directed to the next number on your list like a phone tree. If the second phone does not pick it will be forward to the third number, and then to the fourth and final number. Once it has gone down the list of 4 different numbers, then the call can be sent to voicemail.

businessman cellphone
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Simultaneous Ringing

Simultaneous Ringing is slightly different from sequential call forwarding. Instead of being forwarded to one person at a time, several phones can ring at once. This is especially beneficial for a call center. This advanced feature is included with your toll-free number purchased from United World Telecom. Although several phones can ring at the same time, only the first phone to answer the call will be connected to the caller. Similar to sequential call forwarding, you can set up your desktop to ring and your mobile phone to ring, but instead of one ringing first, they will both ring at the same time. That way the caller won’t have to wait for an answer no matter where you are and you won’t miss out on a sale.

Setting up Simultaneous Ringing in Your Control Panel is Very Simple

  1. Head to United World Telecom’s website to login to your account.
  2. When you have logged in to your account, click Account Overview to find Call Forwarding
  3. Click on ‘Call Forwarding Configuration’ and choose the toll-free number that you want to set up.
  4. Click ‘Call Forwarding’ after you have selected the toll free number and then click ‘Advanced’ to set up more advanced forwarding tools for that number.
  5. Find ‘Forward all calls to’ and enter the phone numbers that you want to ring simultaneously when the toll free number is dialed.
  6. Don’t forget to apply the settings!

The virtual phone numbers available at United World Telecom are filled with features that will make running your business simpler and smoother. You will never miss another essential business call when you take advantage of the sequential call forwarding and simultaneous ringing features that can be applied to landlines, mobile numbers, desktops, and tablets. These services make it simple to stay in communication with your customers around the clock.